User Experience Analyst - Customer Experience

Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. 

At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. Because when they succeed they make a difference, and when millions of small businesses are making a difference, the world is a more beautiful place.

How you’ll make an impact

In this role you’ll contribute to the success of our digital support within CX, through analysing and improving the user experience. This role sits within the Customer Experience team: responsible for being trusted and efficient business advisors to our customers, maximising the value they get from Xero.

Your work will contribute to ensuring that content is sustainable, engaging and fit for purpose. It will enable customers and CX Specialists to answer queries effectively. You will enhance our digital support useability, ensuring an effective user experience.

What you’ll do

• Understand the Customer Experience purpose, mission & strategy and contribute innovative, industry leading ideas, concepts and prototypes focused towards that mission
• Guided by the Digital Support Strategist - CX to understand areas requiring analysis that will be used to inform wider Digital Support team work.
• Collaborate with Reporting and Insights to request and analyse reporting.
• Conduct user research and useability testing to analyse and understand customer & CX specialist behaviours when interacting with digital support.
• Critically examine qualitative and quantitative data to help identify improvement opportunities for Digital Support that inform upcoming work that impacts team and customers.
• Combine data from various sources to generate new insights to support and shape the work of our team and uncover new opportunities 
• Build open and collaborative relationships both within the team and across Xero 
• Add value by providing information to support strategic decisions in the delivery of Digital Support

What you’ll bring with you

• 3+ yrs as a Business analyst 
• Experience analysing quantitative and qualitative data 
• 1+ Experience working with UX; preferably in a service design context
• Experience drawing insights from Search engines/Customer Journey mapping to guide CX Support strategies
• Actively involved in the recruitment and retention of capable individuals, building on and complementing the diversity of our team
• Experience with creating documentation and effective presentations from data 
• Experience in identifying gaps in data and working with others to close them Proven interpersonal skills and the ability to quickly build effective working relationships 
• Outstanding communication skills and proven success in building strong relationships
• Initiative and ability to work autonomously and take ownership to follow through and resolve problems
• Growth mind-set. Understands that competency is not fixed but is enhanced through dedication and hard work.
• Ability to work effectively within agreed timeframes in a Global environment
• Customer/ user centric approach to work
• Content strategy/information architecture experience an advantage

Why Xero? 

Offering very generous paid leave to use however you’d like (plus statutory holidays!), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, free medical insurance, wellbeing and sports programmes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.